Unacceptable Service from Doves Funeral and Insurance

My grandad had a death policy with Doves and he passed away on 03/08/2022. We were supposed to have his funeral in Bethal today 11/08/2022. Yesterday my uncle who is assisting with the arrangements informed us all that the funeral is posponed due to complications that side. Later he stated that the Doves funeral cover has not paid out as yet and will pay out on Friday 12/08/2022. Earlier today we were informed that the payment won't be made as there is no beneficiary specified on the policy. How *********** can Doves Employees be to give my grandad a policy and not give him all the information that he needs to specify to whom the funds must pay out if he passes away. Now it is a mess and a family member must go to court to get this sorted and we have no idea when we will be able to have the funeral.

What is Doves going to do from there side to rectify their *********** staff's mistake?